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Active4w ago

Director, Fan Services

Fanatics Commerce·📍 Manchester, England, United Kingdom

Employment

Full-Time

Work mode

On-site

Experience

DIRECTOR

Salary

Not disclosed

Salary not disclosed

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Role overview

Job description

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. ROLE OVERVIEW The Director, Fan Services leads the Fan Services customer service organization across first and second line teams, owning the departmental budget, hea

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What they are looking for

Skills & requirements

Qualification

10+ years of customer operations experience, including deep expertise in first and second line contact management and managing own and 3PL operations. 7+ years of people leadership experience, including demonstrated success leading leaders and managers across on-premises, hybrid, and remote environments. Experience and understanding of omni-channel operations and the e-commerce space. Advanced communication skills in writing, speaking, and digital formats, with the ability to deliver comfortably to senior-level and C-level audiences. Strong proficiency in Microsoft Office suite, including foundational experience with Excel and pivot tables; knowledgeable user of CRM technologies, Conversation-Analytics Software, Contact Center Technologies, Customer Review Tools, and order management tools such as EDI, DAX, and Cloud Reporting. Proven track record of owning departmental budgets, headcount planning, and BPO/vendor relationships including performance, cost, and contract oversight. Multi-lingual candidates are encouraged to apply; Spanish, French, and German are preferred.

Department · Commerce - International - Corporate Function

FC

Hiring company

Fanatics Commerce

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